The diagnosis was that a several year-old root canal had failed and consequently one of the molar’s roots had broken resulting in the need for an extraction and implant. My first visit to the endodontist’s office was very informative, clinical and efficient. I spoke with the doctor for about 5 minutes and his assistant for about 20 minutes.

The day of the extraction arrived and I was greeted by the assistant who took me back to the room, clinically answered my questions, administered the nitrous oxide and got me ready for the doctor. (Yes, I basked in the euphoria of the nitrous until the doctor came in.)

I expected a little conversation and information from him before the procedure, but he plunged into the tooth extraction with just a “hi” to me. When he was done (in what seemed like 2 hours though it was probably 20 minutes), he left the room and that was the last I saw of him. In his defense, he did call that evening to check on me. But a little friendliness the day of the procedure would have helped! What could he have done?

Acknowledged that it was going to be an unpleasant experienced.

Asked how I was doing a few times throughout the procedure.

Told me what to expect.

Recapped what he had done

How might this experience relate to your business?

Do you acknowledge that your service might be slightly inconvenient? That the homeowner might have to do some preparation work?

Do you express your concern for your customer?

Do you tell your customers what to expect of your service?

Do you summarize what you did?

P.S. The endodontist was one of the best in St. Louis and I had no swelling or post-op pain (and I’m grateful for that) . . . but a little friendliness would have helped! I may be spoiled by my regular dentist who excels at all these “little” things!Want to publish this article in your publication? You are free to do so! Just remember to put the credit line below:June Van Klaveren, owner of Compelling Communications, Inc., helps companies market their products and services. She can be reached at 800-779-0067 or at june@compelcom.com.

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These articles may be freely published in any e-zine, newsletter, newspaper, magazine, website, etc. as long as my name and bio remain in tact. Please send me a link when you run my work. Just be sure to NOT edit them in any way and to always include this credit line: June Van Klaveren owns Compelling Communications, a company that helps clients attract and keep customers. She can be reached at 800-779-0067 or through the web site www.compelcom.com